Motivation

How does the App Platform Work?

An App is deeply integrated with SupportBee helpdesk. It can receive Events from SupportBee. It can also define Actions.

Events are triggered by SupportBee during various times of the lifecycle of a ticket. Currently the platform supports the following Events:

Ticket Created

Agent Reply Created

Customer Reply Created

Comment Created

An App can consume one, many or all events. For example an App can send an SMS to a cell when the event "Ticket Created" is triggered.

Actions are triggered by the user of SupportBee helpdesk from the User Interface. Currently the platform supports a single action called Button. If an App defines a Button action, a UI component is rendered for Ticket Listings in the SupportBee UI as shown below

This renders a Send To Dummy action in the SupportBee UI for Unassigned and All. When this action is triggered in the UI the method button is triggered.All actions must return a status and a optional message.[200, "Successfully sent to Dummy"]

All action methods have access to the same information as events. In addition to these a list of ticket ids selected in the listing at the time of the trigger is also provided. A button action can also define an overlay which can be used to accept more information. Handlebars templating language is used to specify the overlay. The template is defined in APP_ROOT/assets/views/button/overlay.hbs. When the button action is triggered this overlay will receive the list of ticket ids selected. A boilerplate of the handlebars code is as follows:

Testing/Development Console

We have created a simple console to easily trigger your Apps with sample payloads. Right now it only supports Events. Soon you will be able to trigger actions also. To access the console of your app go to /{app_slug}/console when running the platform locally.